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HE Unit Template
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Customer Relationship Management Using Salesforce
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HENAI5000 - Customer Relationship Management Using Salesforce
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20240200
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Course
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1.2
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2026-09-10
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2026-09-10
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Information Technology
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Institute of Innovation, Science & Sustainability
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Information Technology
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Postgraduate - Coursework
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15
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.125
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080501
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Sales
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080501 - Sales
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<a href="http://www.federation.edu.au/locate/unit/henai5000">View unit fees</a>
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Graded (e.g. HD, D, C, etc)
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7
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Bachelor Degree
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<p>Customer Relationship Management (CRM) serves to enhance the customer experience and plays a critical role in an organisation's success. CRM systems enable monitoring of customer interactions, sales and service; and, forecasting and analysis of customer trends and behaviour. This unit will focus on optimum use of an organisation's Enterprise Management System and the business, technical and practical aspects of CRM systems using the premier platform, Salesforce. This unit is made up of two modules:</p>
<ul>
<li><span ><span ><span >Module 1 covers Information Systems and the in and outs of Customer Relationship Management including implementation.</span></span></span></li>
<li><span ><span ><span >Module 2 is the Salesforce Administration training offered by Salesforce Trailhead Academy. The module will introduce the business, technical, and practical aspects of Customer Relationship Management (CRM) Systems using the # 1 CRM platform, Salesforce CRM, including how the platform can be customised to suit organisation’s needs. Module 2 also provides a fast track to the Salesforce Certified Administrator certification and has been designed to include </span></span></span><span ><span ><span >Live coaching, </span></span></span><span ><span ><span >Personalized email support, </span></span></span><span ><span ><span >Limited impact on your workday/week, </span></span></span><span ><span ><span >One practice exam voucher, and </span></span></span><span ><span ><span >One certification exam voucher.</span></span></span></li>
</ul>
<p> </p>
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<p>• Information Systems and Enterprise Systems • Customer Relationship Management and Supply Chain Management systems • CRM Strategy and Benefits • CRM Vendor and Software selection process • CRM Architecture and Database Structure • CRM Data management and security • CRM business processes • Business Intelligence and performance management • Salesforce Overview • Data Security in Salesforce • Salesforce Customization, Automation, and Applications • Data Management & Reporting with Salesforce</p>
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<p>Where supplementary assessment is available a student must have failed overall in the Unit but gained a final mark of 45 per cent or above, has completed all major assessment tasks (including all sub-components where a task has multiple parts) as specified in the Unit Description and is not eligible for any other form of supplementary assessment.</p>
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2027
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2026
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HENAI5000 - Customer Relationship Management Using Salesforce
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2026
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Overview
Key information
Requisites
Learning outcomes
Assessment
FedTASK
Parent Region
Overview
Unit description
<p>Customer Relationship Management (CRM) serves to enhance the customer experience and plays a critical role in an organisation's success. CRM systems enable monitoring of customer interactions, sales and service; and, forecasting and analysis of customer trends and behaviour. This unit will focus on optimum use of an organisation's Enterprise Management System and the business, technical and practical aspects of CRM systems using the premier platform, Salesforce. This unit is made up of two modules:</p> <ul> <li><span ><span ><span >Module 1 covers Information Systems and the in and outs of Customer Relationship Management including implementation.</span></span></span></li> <li><span ><span ><span >Module 2 is the Salesforce Administration training offered by Salesforce Trailhead Academy. The module will introduce the business, technical, and practical aspects of Customer Relationship Management (CRM) Systems using the # 1 CRM platform, Salesforce CRM, including how the platform can be customised to suit organisation’s needs. Module 2 also provides a fast track to the Salesforce Certified Administrator certification and has been designed to include </span></span></span><span ><span ><span >Live coaching, </span></span></span><span ><span ><span >Personalized email support, </span></span></span><span ><span ><span >Limited impact on your workday/week, </span></span></span><span ><span ><span >One practice exam voucher, and </span></span></span><span ><span ><span >One certification exam voucher.</span></span></span></li> </ul> <p> </p>
Unit content
<p>• Information Systems and Enterprise Systems • Customer Relationship Management and Supply Chain Management systems • CRM Strategy and Benefits • CRM Vendor and Software selection process • CRM Architecture and Database Structure • CRM Data management and security • CRM business processes • Business Intelligence and performance management • Salesforce Overview • Data Security in Salesforce • Salesforce Customization, Automation, and Applications • Data Management & Reporting with Salesforce</p>
Key information
Institute / school:
Institute of Innovation, Science & Sustainability
Discipline:
Information Technology
Study level:
Postgraduate - Coursework
Credit points:
15
EFTSL:
0.125
Field of education:
080501 - Sales
Grade scheme:
Graded (e.g. HD, D, C, etc)
Placement component:
No
Fee information:
<a href="http://www.federation.edu.au/locate/unit/henai5000">View unit fees</a>
Requisites
Prerequisite
None
Corequisite
None
Exclusion
None
Learning outcomes
Learning outcomes
<p>On successful completion of this unit, students are expected to gain the following [K]nowledge, [S]kills and [A]pplication of knowledge & skills</p>
Learning Outcomes
Ref
Outcome
K1
<p>Explain CRM business process and the impact of CRM on the organisation.</p>
K2
<p>Describe CRM systems, component and architecture.</p>
K3
<p>Compare the CRM system life cycle with other enterprise systems.</p>
K4
<p>Describe various features and capabilities of Salesforce CRM.</p>
S1
<p>Identify key integration points between CRM and other enterprise systems.</p>
S2
<p>Compare the main suppliers, products, and application domains of enterprise - wide packages.</p>
S3
<p>Navigate and personalise the Salesforce experience.</p>
S4
<p>Structure, manage and maintain data effectively for high value reports and dashboards.</p>
S5
<p>Set up and maintain features for optimum user experience and trouble shoot issues.</p>
S6
<p>Maintain and import clean data and create high-value reports and dashboards.</p>
A1
<p>Create a CRM business case to address a business need or enhancement.</p>
A2
<p>Create a customised Salesforce environment including business processes user interface design features such as page layouts, fields and tabs.</p>
A3
<p>Apply the appropriate security controls.</p>
Assessment
Learning Tasks and Assessment
Ref
Learning task
Assessment type
Weighting
Learning outcomes assessed
1
<p>Students will demonstrate their understanding of CRM and create a business case for CRM.</p>
<p>Report/Moodle Lessons</p>
<p>50%-60%</p>
K1, K2, K3, K4, S1, S2, A1
2
<p>Students will earn badges for each completed module/exercise in Salesforce.</p>
<p>Tool-based exercises submitted via Moodle Lessons</p>
<p>40%-50%</p>
S3, S4, S5, S6, A1, A2, A3
Supplementary assessment available:
Yes
Supplementary assessment information:
<p>Where supplementary assessment is available a student must have failed overall in the Unit but gained a final mark of 45 per cent or above, has completed all major assessment tasks (including all sub-components where a task has multiple parts) as specified in the Unit Description and is not eligible for any other form of supplementary assessment.</p>
FedTASK
FedTASK
Description of FedTASK outcome
Level
FedTASK 1: Interpersonal
The ability to effectively communicate, interact and work with others both individually and in groups.
FedTASK 2: Leadership
The ability to apply professional skills and behaviours in leading others.
FedTASK 3: Critical Thinking and Creativity
The ability to work in complexity and ambiguity using imagination to create new ideas.
FedTASK 4: Digital Literacy
The ability to work fluently across a range of tools and applications to achieve a range of skills.
FedTASK 5: Sustainable and Ethical Mindset
The ability to consider and assess the consequences and impact of ideas and actions in enacting ethical and sustainable decisions.
FedTASK
<p>Federation University recognises that students require key transferable employability skills to prepare them for their future workplace and society. FedTASKs (<strong>T</strong>ransferable <strong>A</strong>ttributes <strong>S</strong>kills and <strong>K</strong>nowledge) provide a targeted focus on five key, transferable Attributes, Skills, and Knowledge that are embedded within curriculum, developed gradually towards successful measures and interlinked with cross-discipline and co-operative learning opportunities.</p>
Key information
Institute / school:
Institute of Innovation, Science & Sustainability
Discipline:
Information Technology
Study level:
Postgraduate - Coursework
Credit points:
15
EFTSL:
0.125
Field of education:
080501 - Sales
Grade scheme:
Graded (e.g. HD, D, C, etc)
Placement component:
No
Fee information:
<a href="http://www.federation.edu.au/locate/unit/henai5000">View unit fees</a>
Additional information
Add Info Static Text
Internal reference: HENAI5000 - U1.2